Bereavement Care: Help & Support

We understand that this can be a difficult time, and sorting out an Optus account should be the least of your worries - which is why we've kept it simple by having a dedicated Bereavement Care Team to help you out. 

What are my options?

I want to close the account

To close the account, just follow the steps below.

Step 1: Notify Us

This can be done by any authorised representative, who can demonstrate an authority to act on behalf of the Account Holder.

How do I demonstrate an 'authority to act' on behalf of the Account Holder?

As long as you have one of the following documents, you can act on behalf of an Account Holder.

  • A statutory declaration confirming your authority to act
  • A letter confirming the executor or administrator of the estate
  • A letter from a trustee or solicitor administering the estate
  • Confirmation of power of attorney

If no authority has been appointed, then call our Customer Care Team on 133 937 and we will be able to help.

How do I notify Optus?

The best way to get in contact with our dedicated team of Bereavement Specialist is by email.

If you don't feel like talking to anyone at the moment, that's fine. We've set up a number of ways that you can notify us:

  • Complete the online Webform
  • Send us a Fax on 1800 100 147

If you know your account number and service numbers, please include these in your email or fax. A Bereavement Specialist will get in touch via email within two business days.

Otherwise, you can give us a call on 133 937. When prompted, select the appropriate service/ product (if you're not sure, choose any). Then choose the 'all other enquiries' option.

What happens next?

We can send you a Bereavement Care Information Pack. This will include,

  • A letter detailing any service(s) Account Holder has with us
  • A Bereavement Care Request Form (109.67 KB)
  • A guide that provides instructions on completing the Bereavement Care Request Form. The guide also gives further information on finalising the account

Step 2: Complete the Bereavement Care Request Form

If you want to cancel all the services, complete steps 1 and 2 of the Form.

Step 3: Return the Bereavement Care Request Form

What do I need to send?

Remember to include the following:

  • Your supporting documents. Not sure what you need to include? Head over to this section.
  • Your Mobile contact number, in case we need to get in touch and so that we can confirm your request.
  • Your completed Bereavement Care Form (109.67 KB)

How do I return the documents to you?

You can return your Bereavement Care Form and your supporting documents to us by either,

  • Emailing us at BereavementCare@optus.com.au
  • Sending us a Fax on 1800 100 147
  • In the post to,
    Bereavement Care
    Locked Bag 31001
    Flinders Lane
    VIC 8009

What happens next?

Once we have received your completed Bereavement Care Form and your supporting documents, we will aim to cancel the services within 7 business days.

What happens to the Final Bill?

We will stop any further billing to the estate as soon as we receive a completed Bereavement Care Request Form. We will, however, send a letter to confirm that your requested changes have been completed.

What happens to the Contract?

You will not have to pay any early termination or contract cancelation fees.

What happens to the Direct Debit?

All active Direct Debit arrangements on the account will be cancelled when we process your request.

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I want to transfer the account to a different name

To transfer the account in to a new name, just follow the steps below. It's as easy as 1...2...3.

Step 1: Notify Us

This can be done by any authorised representative, who can demonstrate an authority to act on behalf of the Account Holder.

Who is an authorised representative?

So that you can make the changes you need to, as quickly and as easily as possible, as long as you have one of the following documents, you can act on behalf of an Account Holder.

  • A statutory declaration confirming your authority to act
  • A letter confirming the executor or administrator of the estate
  • A letter from a trustee or solicitor administering the estate
  • Confirmation of power of attorney

If no authority has been appointed, then call our Customer Care Team on 133 937 and we will be able to help.

How do I notify Optus?

The best way to get in contact with our dedicated team of Bereavement Specialist is by email.

If you don't feel like talking to anyone at the moment, that's fine. We've set up a number of ways that you can notify us.

  • Complete the online Webform
  • Send us a Fax on 1800 100 147

If you know your account number or service numbers, please include these in your email or fax. A Bereavement Specialist will get in touch via email within two business days.

Otherwise, you can give us a call on 133 937. When prompted, select the appropriate service / product (if you're not sure, choose any). Then choose the 'all other enquiries' option.

What happens next?

We can send you a Bereavement Care Information Pack. This will include,

  • A letter detailing any service(s) Account Holder has with us
  • A Bereavement Care Request Form (109.67 KB)
  • A guide that provides instructions on completing the Bereavement Care Request Form. The guide also gives further information on transferring the account

Step 2: Complete the Bereavement Care Request Form

If you want to transfer all the services to one Account Holder, complete steps 1, 2 and 3 of the Form.

You can also transfer the services over to more than one Account Holder. Just complete a separate Form for each Account Holder. Remember to complete steps 1, 2 and 3 of the Form for each Account Holder.

Step 3: Return the Bereavement Care Request Form

What do I need to send?

Remember to include the following:

  • Your supporting documents. Not sure what you need to include? Head over to this section.
  • Your Mobile contact number, in case we need to get in touch and so that we can confirm your request.
  • Your completed Bereavement Care Form (109.67 KB)

How do I return the documents to you?

You can return your Bereavement Care Form and your supporting documents to us by either,

  • Emailing us at BereavementCare@optus.com.au
  • Sending us a Fax on 1800 100 147
  • In the post to,
    Bereavement Care
    Locked Bag 31001
    Flinders Lane
    VIC 8009

What happens next?

Once we have received your completed Bereavement Care Form and your supporting documents, we will aim to transfer the services to the new Account Holder within 7 business days.

We will try to transfer the same plan and features where possible, however we encourage the new Account Holder to confirm their plan and service details once the services have been transferred over.

If you have any questions about the services once the transfer has been completed, please get in touch with our Customer Care Team on 133 937.

What happens to the Final Bill?

We will stop any further billing to the estate as soon as we receive a completed Bereavement Care Request Form. We will, however, send a letter to confirm that your requested changes have been completed.

What happens to the Direct Debit?

All active Direct Debit arrangements on the account will be cancelled when we process your request.

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FAQs

We know you'll have a lot on your mind, so have a look at our frequently asked questions below, to see how we can help you...

Will I need to provide any supporting documents?

We know that it can take time for official certification to some through. So that you can make any necessary changes, as quickly as possible, we accept a wide variety of supporting documents.

To keep things simple, we only need a photocopy of one of the following,

  • A statutory declaration confirming your authority to act
  • A letter confirming the executor or administrator of the estate
  • A letter from a trustee or solicitor administering the estate
  • Confirmation of power of attorney

Why do I need to supply supporting documents?

We're serious about our Customer's privacy, therefore we only make changes on an account when we have established proper authority. By supplying us with the supporting documents, you are demonstrating your authority on the account.

I'm still unsure...

If you're still not sure what to supply or have any questions, simply send us an email at BereavementCare@optus.com.au
Remember, we're here to help with any enquiries you may have during this difficult time, so please don't hesitate to contact us.

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Do I need to return any equipment?

You will only have to return equipment if you are cancelling the services below,

Optus TV featuring Foxtel / Yes TV by Fetch

We will issue a Prepaid mail bag for you to return the set top box and remote control to us. Simply drop off the Prepaid return bag at your local post office. 

Cable Home Phone / Cable Broadband

A technician may be required to recover Optus equipment from the premises (at no additional cost). If this is required, we'll contact you to arrange for a technician to visit at a suitable time.

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Bereavement Care Form

You can download the Bereavement Care Form here (109.67 KB).

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